Building Consistent Leadership Across 50+ Branches
The Challenge
Leadership behavior varied dramatically across branches, creating inconsistent customer experiences and manager frustration. Each branch operated with different expectations, different conversation patterns, and different approaches to developing people. When issues arose, there was no common framework for addressing them. HR spent significant time mediating conflicts that stemmed from unclear expectations rather than performance issues.
The Approach
Here is how we installed leadership infrastructure:
Installed a common leadership language that every manager learned and reinforced weekly
Built MMI (Monday Morning Implementation) into existing operational rhythms so reinforcement happened naturally
Created accountability partnerships between branch managers to sustain momentum
Connected leadership behaviors to observable outcomes that mattered to the business
The Results
Within 90 days, managers reported using the same framework in team meetings, performance conversations, and customer escalations
HR escalations related to unclear expectations dropped significantly
New managers onboarded faster with a clear playbook for leadership behavior
Customer experience scores improved as leadership consistency translated to frontline consistency
"For the first time, our managers speak the same leadership language. The consistency is visible in how they handle pressure."
Chief Human Resources Officer
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